System and method of automated routing and guidance based on continuous customer and customer service representative feedback

Abstract

The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

What is claimed is: 
     
       1. A system for routing and guidance of incoming communications based on client sentiment, comprising:
 a customer engagement center, wherein the CEC is configured to receive incoming communications from outside of the CEC, the CEC including: 
 a processor; and 
 a non-transitory computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to:
 receive an incoming communication at the CEC, 
 generate a sentiment data for the incoming communication, 
 perform a routing analysis of the incoming communication based on the sentiment data and a set of routing analytics rules (RAR), 
 select at least one customer service representative (CSR) designation to receive the incoming communication based on the routing analysis, 
 perform a guidance analysis of the incoming communication based on the sentiment data and a set of guidance analytics rules (GAR), 
 assign a guidance based on the guidance analysis, 
 receive a CSR action associated with the incoming communication, 
 perform a GAR analysis of the set of GAR based on the sentiment data and the CSR action, 
 update the set of GAR based on the GAR analysis, 
 perform a RAR analysis of the set of RAR based on the sentiment data and the CSR designation, and 
 update the set of RAR based on the RAR analysis. 
 
 
     
     
       2. The system of  claim 1 , wherein the incoming communication originates from outside of the CEC system. 
     
     
       3. The system of  claim 1 , wherein the sentiment data is part of a set of generated metadata. 
     
     
       4. The system of  claim 3 , wherein the routing analysis is based on the set of communication metadata including the client sentiment. 
     
     
       5. The system of  claim 3 , wherein the guidance analysis is based on the set of communication metadata which includes the client sentiment. 
     
     
       6. The system of  claim 1 , wherein the processor is further caused to provide at least one of the incoming communication or the client sentiment to the CSR designation. 
     
     
       7. The system of  claim 1 , wherein the at least one CSR designation is at least one of a CSR, a CSR group, a queue, or a queue group. 
     
     
       8. The system of  claim 1 , wherein the incoming communication is associated with a set of stored data, including at least one previous sentiment data. 
     
     
       9. The system of  claim 8 , wherein the generation of sentiment data for the incoming communication is based on the incoming communication and the set of stored data. 
     
     
       10. The system of  claim 8 , wherein the routing analysis is also based on the set of stored data and the guidance analysis is also based on the set of stored data. 
     
     
       11. A method for routing and guidance of incoming communications based on client sentiment, comprising
 receiving an incoming communication at a customer engagement center (CEC); 
 generating a sentiment data for the incoming communication; 
 performing a routing analysis of the incoming communication based on the sentiment data and a set of routing analytics rules (RAR); 
 selecting at least one customer service representative (CSR) designation to receive the incoming communication based on the routing analysis; 
 performing a guidance analysis of the incoming communication based on the sentiment data and a set of guidance analytics rules (GAR); 
 assigning a guidance based on the guidance analysis; 
 receiving a CSR action associated with the incoming communication; 
 performing a GAR analysis of the set of GAR based on the sentiment data and the CSR action; 
 updating the set of GAR based on the GAR analysis; 
 performing a RAR analysis of the set of RAR based on the sentiment data and the CSR designation; and 
 updating the set of RAR based on the RAR analysis. 
 
     
     
       12. The method of  claim 11 , wherein the incoming communication originates from outside of the CEC system. 
     
     
       13. The method of  claim 11 , wherein the sentiment data is part of a set of generated metadata. 
     
     
       14. The method of  claim 13 , wherein the routing analysis is based on the set of communication metadata including the client sentiment. 
     
     
       15. The method of  claim 13 , wherein the guidance analysis is based on the set of communication metadata which includes the client sentiment. 
     
     
       16. The method of  claim 11 , further comprising providing at least one of the incoming communication or the client sentiment to the CSR designation. 
     
     
       17. The method of  claim 11 , wherein the at least one CSR designation is at least one of a CSR, a CSR group, a queue, or a queue group. 
     
     
       18. The method of  claim 11 , wherein the incoming communication is associated with a set of stored data, including at least one previous sentiment data. 
     
     
       19. The method of  claim 18 , wherein the generation of sentiment data for the incoming communication is based on the incoming communication and the set of stored data. 
     
     
       20. The method of  claim 18 , wherein the routing analysis is also based on the set of stored data and the guidance analysis is also based on the set of stored data.